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About Genesys
The mission of Genesys, an Alcatel-Lucent company, is to be the leading supplier of Enterprise software and best practices that enable best-in-class customer service.
Whether it’s managing customer interactions with the contact center, over the Web, or using smartphones, the Genesys software suite dynamically connects customers with the right resources ― self-service or assisted service ― to fulfill customer requests, optimize customer care goals, and efficiently use resources.
Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation.
Genesys continues to innovate and create software solutions that leverage customer investments by being infrastructure-agnostic and that enable rich customer service solutions as a result of an open platform philosophy.
History
Genesys began as a computer telephony integration (CTI) supplier in 1990. Over the years, Genesys has expanded its portfolio to provide a comprehensive customer service software suite to route interactions across all channels – inbound & outbound, self & assisted service, voice & eServices , to gain insights from these customer interactions using reporting & analytics, to optimize the workforce, and to enable deep integration with enterprise applications and customer processes.
Genesys solutions can be deployed over any communication infrastructure, TDM, IP or SIP as well as in the premise, in the cloud thru the hosted contact center service offerings of its partners or both. Genesys has more than 1,800 employees and offices worldwide, with its headquarters in Daly City, California.
In January 2000, Alcatel (now Alcatel-Lucent) acquired Genesys and currently operates it as a product division of its Application Software Group. Paul Segre was appointed CEO of Genesys in October 2007 and president of ASG in 2009. Nicolas De Kouchkovsky was appointed Genesys president in January 2009.
Genesys has actively expanded its technology base and business operations through acquisitions and partnerships. Its acquisitions include: Adante (eServices), Nextage (Workforce Management) IBM Callpath assets (CTI), Telera & VoiceGenie (voice Self Service), Informiam, (real-time Performance Management); SDE Software Development Engineering (integrated Web-based portal for hosted contact center); and Conseros (intelligent Workload Distribution).
In early 2009, Genesys introduced its Dynamic Customer Engagement vision to go beyond customer satisfaction. Dynamic Customer Engagement strengthens customer relationships and optimizes business outcomes by proactively engaging customers with the ideal customer service experience through any channel. Genesys leverages numerous partnerships to go to market: Value Added Resellers, System Integrators, Service Providers including most of the largest telcos and Application Providers. Alcatel-Lucent leverages key elements of the Genesys technology in its own contact center solutions (OmniGenesys and OmniTouch Contact Center), as well as acts as a systems integrator for Genesys-based solutions.
